CLINICAL SUPPORT SPECIALIST

Overview

We are seeking a detail-oriented, customer-focused Clinical Support Specialist to join our team. This role supports long-term care organizations using an electronic medical record (EMR) and billing software platform. The ideal candidate has a clinical or healthcare background, strong communication skills, and experience working with software systems in a customer-facing environment.

About the Client

The client is an established healthcare technology provider specializing in software solutions for long-term care organizations. Their platform supports clinical documentation, billing, and operational workflows, with a strong emphasis on compliance, efficiency, and customer support within regulated healthcare environments.

Key Responsibilities

Customer Support & Issue Resolution

• Provide customer support via phone, email, and ticketing systems

• Respond to customer inquiries with timely, accurate resolutions

• Troubleshoot technical issues and escalate complex cases when necessary

• Identify bugs, inconsistencies, or system errors and document them clearly for the development team

Software Customization & Workflow Optimization

• Configure and customize EMR modules, fields, and workflows to align with customer operational needs

• Consult with customers to understand clinical workflows and recommend best-practice configurations

• Support customers in optimizing system efficiency, accuracy, and compliance

Training & Documentation

• Deliver virtual and/or onsite training to users at varying skill levels

• Develop clear training materials, job aids, and customer-facing documentation

• Document internal processes, system configurations, and resolutions to support continuous improvement

Quality Assurance & Product Support

• Participate in software testing for new features, updates, and system patches

• Recommend enhancements based on customer feedback and workflow analysis

• Support product development by validating fixes and improvements prior to release

Qualifications

Required

• Excellent written and verbal English communication skills

• Healthcare or clinical background with understanding of common clinical workflows

• Experience with EMR systems, software testing, or QA processes

• Strong problem-solving skills and high attention to detail

• Ability to manage multiple priorities in a fast-paced environment

Preferred (Optional)

• Bachelors degree in healthcare, health information management, nursing, or a related field

• Project management, training, or implementation experience